Ready to lead a high-performing team on the front lines of cutting-edge technology?
We’re seeking a dynamic Service Desk Team Lead / Technical Support Manager with a passion for driving results and inspiring others where you’ll mentor and develop a team of technical experts, empowering them to deliver exceptional service to the company’s prestigious clients. If you thrive in a fast-paced environment, possess exceptional organisational and time-management skills, and have a proven track record of leading successful IT Helpdesk Teams, this is your chance to shine. Join an award-winning, entrepreneurial, independent IT firm in the heart of the City of London, a Microsoft Gold Cloud Partner, a Direct Microsoft Cloud Provider (CSP), and ISO27001 accredited, and help the company deliver secure and fully managed IT services to their impressive portfolio of clients.
SALARY: up to £45,000 per annum (depending on experience) with up to £10,000 Bonus + Benefits (see below)
LOCATION: London (EC3A) / Hybrid (some office work will be necessary)
JOB TYPE: Full-Time, Permanent
ONLINE TEST: To be considered you must complete an online test to see how you compare with other applicants. Reach the pass mark and you’ll be invited on to the next stage of the interview process.

Your duties as the Service Desk Team Lead / Technical Support Manager include:
Lead from the front - bring clear direction for the Helpdesk setting and measuring appropriate KPIs and OLAs to drive the right outcomes for customers
Be a role model - demonstrate what good looks like; instil and promote the right behaviours
Be a dynamic, positive and enthusiastic leader, whilst maintaining focus and structure around your work
Promote a customer-centric focus, coach your team on the best customer support practices
Inspire your team – building morale, promote the Company’s culture and core values
Build trust and promote an inclusive and fair working environment
Instil accountability - ensure urgency and accuracy as well as appropriate focus and engagement
Be a visible leader – represent and promote your team at the company stand ups
Ensure that your field team is connected with the business – organise regular team meetings to bring people together (virtually an/or at the office) and visit client sites to meet your team
Line manage a team of 1st line Service Desk Engineers
Ensure your team provides a responsive service
Provide support to your team in resolving infrastructure and desktop technical issues, escalating to the relevant team where appropriate
Define KPIs and objectives
Work with the Head of Support Services to continually assess any skills gaps across operations
Effectively plan and perform regular 121s
Invest in your team’s development – plan training and promote continuous personal development
Create and develop a virtual workplace community through regular team check-ins
Ensure your team’s well-being; promote healthy work behaviours
Plan and maintain the Service Desk rota
Produce internal performance reports
Be part of the OOH Management Team (be the escalation point to the OOH support engineers)
Deputise for the Head of Support Services during their absence
Be responsible for resolving client complaints and escalations; ensure consistent communication with the client and/or Account Managers throughout